Templates
The Templates tab allows you to customize the messaging for both Initial Invites and Follow-up Reminders. By personalizing these templates, you can ensure your communication aligns with your brand voice and maximizes your review conversion rates.
Editing Your Templates
Select a Channel: Navigate to the template you wish to modify (Text or Email) and click the Edit button.
Modify Content: Update the Subject Line or Message Body as needed.
Insert Shortcodes: Use the shortcodes found at the bottom of the editor to add dynamic data (see details below).
Save or Exit: Click Save to apply your changes. To cancel, close the window or click Discard.
Follow-up Templates
Persistence pays off. The Follow-up Templates allow you to reach out to customers who didn't respond to the first invite.
Standard Template: The initial message sent to the client.
Follow-up Templates: Automated secondary messages sent after a pre-set duration to gently remind the client to leave feedback.
Review Landing Page & Review Links
Collect high-quality reviews across multiple platforms and locations.
With Unify Reviews, you can gather feedback across various platforms effortlessly. By providing customers with options on where to leave their reviews, you strengthen your online authority and local SEO.
Review Links
By configuring your Review Links, you bridge the gap between a completed job and a glowing public review. Whether you are sending a link through a text or displaying a QR code on a technician's business card, these tools ensure your clients can reach your landing page in seconds.
Short URL: This is a clean, condensed link to your Review Landing Page. You can share this link directly with customers via personal messages, include it in your email signature, or use it in your campaigns.
QR Code: Download your QR code to collect reviews on the spot. This is perfect for print materials such as business cards, front-desk signage, or "Leave-Behind" postcards for technicians..
The Review Landing Page
The Review Landing Page is the customer-facing entry point for every review request you send. It is designed to maximize positive feedback while protecting your business from public negative reviews.
When a customer lands on the page, they will see the survey question: “Did the company meet your expectations?”
If they click “Yes”: The customer is prompted to select one of your connected public platforms (Google, Facebook, etc.) to leave a positive review.
If they click “No”: The customer is redirected to a private internal Feedback Form.
Negative Review Mitigation
This routing system is the backbone of our Negative Review Mitigation engine. It intercepts unhappy customer experiences before they reach public platforms, helping you protect your brand reputation. Instead of a 1-star review on Google, you get a chance to resolve the issue privately and turn a negative experience into a service recovery opportunity.
Key Features of the Feedback Form
Customizable Auto-Replies: Send an instant, empathetic response to the customer.
Employee Accountability: Feedback is automatically tied to the employee who initiated the request.
Internal Logging: All entries are saved in your dashboard for immediate follow-up.
Privacy First: These comments remain internal, giving you the chance to resolve the issue before it impacts your public rating.
Configuring Review Links
By adding multiple platform links, you empower customers to use the accounts they already have (Google, Facebook, Yelp), which significantly increases your review conversion rate. This process increases the likelihood of receiving reviews, while enhancing your reputation across various platforms.
How to Add Custom Review Links
Navigate to Reviews > Invites > Review Links > Review Platforms > Add Custom Link.
In the Add Custom Link window, select the platform you want to integrate.
Paste the review link URL for each platform you wish to feature.
Click the Add Link button. These platforms will now appear as clickable icons on your Landing Page.
Invite Tracker
The Invite Tracker is your real-time command center for monitoring review generation activity. It provides a detailed audit trail of every invitation sent, helping you ensure that no customer is missed and that your team is consistently engaging with your clientele.
Key Data Points
The tracker provides a comprehensive breakdown of each invitation:
Customer Name: Identifies the recipient of the invite.
Invite Source: Distinguishes between individual invites and those sent as part of a Bulk Campaign.
Channel: Indicates the delivery method (Email or Text).
Invite Status: Confirms whether the invitation was Successfully Sent or if it Failed (allowing you to correct invalid phone numbers or emails).
Employee: Displays the specific team member who initiated the invite, perfect for tracking internal performance and incentives.
Follow-up Status: Provides visibility into the automation schedule, showing when a secondary reminder was delivered.
Filtering and Management
For businesses with high volume or multiple locations, the filtering tools allow you to isolate the data that matters most:
Filter by Source or Sender: Narrow down the list to see the performance of a specific marketing campaign or the activity level of a particular employee.
Search Functionality: Quickly locate a specific client’s record to see their interaction history.
Reset Filters: Click the Reset button to instantly clear your selections and return to the full overview.
Bulk Invites
The Bulk Invite feature allows you to send review requests to large segments of your customer database simultaneously. This is the most effective way to secure a rapid boost in your review volume and overall rating—ideal for re-engaging past clients or launching your reputation strategy.
How to Launch a Bulk Invite Campaign
Follow these steps to launch your campaign:
Initiate the Campaign: Navigate to Reviews > Invites > Bulk Invites and click the Create Bulk Invite button.
Name Your Campaign: Assign a descriptive name to the list (e.g., "Q4 HVAC Service Clients") for easy tracking in your dashboard.
Add Recipients: You can import your customer data in two ways:
Upload CSV: Ideal for large lists. Ensure your file is formatted with clear columns for Name, Email, and Phone.
Manual Entry: Best for smaller, specific groups of clients.
Automatic Delivery Logic: The system intelligently determines the delivery method based on the contact information provided:
Email Only: Sends an Email invitation.
Phone Only: Sends an SMS invitation.
Both Provided: Delivers the invitation via both channels for maximum visibility.
Customize Content: Customize the messaging to fit the specific audience you are targeting.
Review & Confirm: Double-check your recipient count and message previews.
Send: Click Send Bulk Invite. The campaign records will instantly populate in your Bulk Invites Table for real-time tracking.
Settings: Automating Your Workflow
The Settings page is the central control panel for your review generation strategy. From here, you can automate customer engagement, configure negative feedback responses, and customize your brand’s visual identity on the Review Landing Page.
1. Automatic Follow-Up Invites
Consistency is key to a high review volume. By enabling Automatic Follow-ups, you ensure that customers who may have missed the first invite are gently reminded to share their experience.
How to Enable: Toggle the Enable Automatic Follow-ups button to the "On" position.
Set the Frequency: Choose the number of days after the initial invite that the system should send the reminder.
💡 Unify Insight: For Home Services and Wellness, we recommend a delay of 2–7 days to stay top-of-mind without being intrusive.
How to Disable: Simply toggle the button "Off" at any time to pause automated reminders.
2. Auto-Reply for Negative Feedback
Protect your reputation by providing an instant, professional response to dissatisfied customers. This feature automates your "Service Recovery" process for anyone who submits an internal feedback form.
Activation: Toggle the Enable Auto Reply for Negative Feedback button.
Customization Fields: Once enabled, you can define the following:
Sender Name & Email:Ensure the reply comes from a recognized individual or a specific department within your company.
Response Delay: Set a slight delay (e.g., 5–10 minutes) to make the response feel personal rather than purely robotic.
Email Content: Use Shortcodes to personalize the message with the customer's name and business details.
3. Survey & Landing Page Customization
Tailor the customer experience to match your brand identity. These settings control the survey flow to ensure happy customers are directed to public review platforms while unhappy customers provide private feedback.
Survey Mode: Choose your preferred interaction style
Direct Link. No gatekeeping is applied. Customers are taken directly to your review platform links without any preliminary questions.
Simple Survey. Ask customers a simple Yes or No question before showing review platforms. Customers who answer Yes see your review links while those who answer No are shown a private feedback form.
Net Promoter Score (NPS). Ask customers to rate their experience on a 0 to 10 scale. High scores of 8 to 10 are directed to your public review platforms. Lower scores of 0 to 7 are shown a private feedback form.
Survey Question: You can modify the standard question (“Did the company meet your expectations?”) to better suit your industry. You may also toggle this feature off if you prefer to send customers directly to your review links.
Branding & Visuals: Upload your Company Logo and adjust the landing page colors in real-time. Use the Preview Mode to see how your changes look across:
Body Background
Card Background
Text Color
4. Multi-Location Support
If you manage multiple branches or service areas, this setting ensures feedback is attributed to the correct location.
How it Works: Enabling Show Other Locations on Landing Page allows customers to select exactly where they were serviced.
Configuration: Select the specific locations from your list that you want to appear as options on the Landing Page. Once a location is selected by the customer, their review links will automatically update to that location's specific Google or Facebook profile.
⚠️ Important: Always click the Save Settings button at the bottom of the page after making any adjustments to ensure your changes are live.